- About Us & Purchasing Basics
- Shipping, Delivery & Logistics
- Returns, Support & Product Safety
- Warranties, Guarantees & Compliance
- Special Requests & Scenarios
Who can purchase from Medical Grade Solutions?
We proudly serve licensed medical professionals, healthcare institutions, laboratories, and research facilities. If you’re unsure whether you qualify to purchase a specific item, especially Class II or III devices, contact us and we’ll guide you through the process.
What makes Medical Grade Solutions different from other suppliers?
We offer a rare combination of competitive pricing, top-tier product quality, and dedicated warranty and support. Our quarterly purchasing strategy allows us to secure below-market pricing, while our Medical Grade Guarantee and customer-first service make us a trusted long-term partner.
Why do you order products every 3 months (quarterly)?
We order quarterly to maximize savings for our customers. By bulk ordering near the end of each quarter, we take advantage of exclusive manufacturer and supplier discounts as sales reps aim to hit their quarterly quotas. These savings are passed directly to you, resulting in the lowest possible pricing.
Can I order my product now instead of waiting for the next quarterly order?
Absolutely! You can place an order at any time. While you may not receive our deepest bulk discounts, we still offer highly competitive pricing on all in-stock products. For the best rate available today, contact us for a custom quote.
Can I get a quote before purchasing?
Absolutely. We offer custom quotes for all orders, including volume discounts, freight estimates, and warranty options. Contact us and we’ll provide a detailed proposal tailored to your facility.
Why don’t I see pricing on some items?
Certain medical devices and equipment require custom pricing based on configuration, shipping, and regulatory compliance. For these items, we offer on-demand quotes to ensure you get the best value and fully compliant delivery terms for your location.
Do you carry hard-to-find or specialized equipment?
Yes. Our extensive sourcing network allows us to locate specialized or limited-availability equipment that may not be listed on our website. If you’re looking for something specific, reach out directly and we’ll do our best to find it for you.
Can you help source discontinued or hard-to-find equipment?
Yes. Our extensive supplier network allows us to locate legacy or niche medical equipment, even if it’s been discontinued by the manufacturer. In some cases, we can also offer certified refurbished alternatives when new stock is no longer available — always backed by our Medical Grade Guarantee.
Do you offer volume discounts for large orders or institutions?
Yes! We specialize in bulk and institutional purchasing. Whether you’re a large hospital, research lab, or multi-site clinic, we can structure discounted pricing and bundled packages tailored to your needs.
How fast will my order ship?
Most in-stock items ship within 1–3 business days depending on selected configuration. Orders placed outside the quarterly cycle can be expedited immediately upon payment. Special-order or bulk items ship according to the next quarterly schedule unless otherwise arranged. Estimated timelines are provided in your custom quote.
Can I track my order?
Yes. Once your order ships, you’ll receive a tracking number via email. For larger equipment orders, we may also coordinate logistics updates and ensure you’re ready to receive and install your delivery safely.
Where can my products be shipped?
Where can my products be shipped?
Class I Medical Devices can be shipped to residential or commercial addresses that can receive and sign for packages (excluding PO Boxes).
Class II & III Medical Devices require medically or commercially zoned addresses and cannot be delivered to retail storefronts.
How do I get approved to receive Class II or III Medical Devices?
To get approved:
- Contact us directly.
- Submit documentation showing:
- A medical-zoned facility address matching the shipping address.
- Proof of trained personnel or licensed staff capable of handling the device.
Retail stores and unlicensed facilities cannot receive these shipments due to safety and regulatory requirements. Devices are not intended for resale, and retail locations present a high risk of items being misappropriated or stolen. Additionally, untrained staff may damage the equipment during handling or installation, which can void any warranty once delivery is complete.
How do I know if my location is eligible for medical device delivery?
Contact your local zoning and permitting office to verify your status. Approved facilities are typically:
- Commercial medical buildings
- Clinics or hospitals
- Licensed medical laboratories
Locations such as residential homes, retail storefronts, or agricultural buildings may not qualify for Class II/III deliveries.
How do I update my shipping or billing information?
Simply contact our customer service team to update your shipping address, billing information, or contact details. We’ll make sure everything is accurate before your next order is processed or delivered.
Can I return my product?
Most equipment can be returned within a limited return window, subject to shipping and restocking fees. However, due to quality control and safety regulations, consumable products (like single-use items) cannot be returned once shipped. We prioritize your safety and only sell products that are factory-new and unused—just like you’d expect.
What if my equipment arrives damaged?
In the rare event that your equipment is damaged in transit, contact us immediately. We’ll coordinate with the carrier and manufacturer to either replace the item or resolve the issue through our Medical Grade Guarantee. If your equipment is visibly damaged when you receive it, contact us immediately and notify the shipping company of the damage. Your satisfaction and uptime are our top priorities.
Do you notify customers about product recalls?
Yes. We closely monitor manufacturer and regulatory announcements. If a product you’ve purchased is ever subject to a recall, safety notice, or update, we’ll notify you directly and provide guidance on next steps and process any recall action on your behalf. This is necessary for us to maintain our industry exclusive Medical Grade Guarantee.
What happens if a product is out of stock?
If an item is temporarily unavailable, we’ll offer a comparable alternative, or let you know when it’s expected back in stock. For urgent needs, we may be able to source the product from a secondary distributor to avoid delays. Contact us directly so we can locate the item and give you a custom quote.
Can I set up recurring shipments for consumables?
Yes. For facilities that need regular deliveries of consumables or essential supplies, we can arrange scheduled shipments to help you maintain stock levels and reduce the risk of downtime. Contact us to customize a delivery plan that fits your workflow.
Do you offer support after I purchase my equipment?
Yes — our commitment doesn’t end at delivery. Medical Grade Solutions provides ongoing and industry exclusive warranty and support on all equipment through our Medical Grade Guarantee to ensure your equipment performs reliably. Whether it’s documentation, warranty claims, or technical guidance, we’re here to help protect your investment.
What is the Medical Grade Guarantee?
The Medical Grade Guarantee is our exclusive extended warranty, offering enhanced coverage beyond the standard OEM warranty. It’s a non-transferable, full-service protection plan that ensures your equipment stays covered for its entire service life.
Does the Medical Grade Guarantee apply to new products?
Our Technical Support Team will quickly assess your claim. If repairs are needed, we’ll determine the required parts—or, if necessary, swap your equipment for an equivalent unit. This minimizes downtime while your warranty claim is processed with the manufacturer.
If I file a warranty claim, what happens to my equipment?
Our Technical Support Team will quickly assess your claim. If repairs are needed, we’ll determine the required parts—or, if necessary, swap your equipment for an equivalent unit. This minimizes downtime while your warranty claim is processed with the manufacturer.
Do you verify licensure before selling restricted items?
Yes. For regulated Class II and III medical devices, we may request documentation of licensure, facility zoning, or training credentials before processing an order. This protects your practice and ensures full compliance with regulatory standards.
Do you carry FDA-cleared and certified medical devices?
Yes. All Class I, II, and III medical devices in our catalog are FDA-cleared and sourced from compliant manufacturers. Medical Grade Solutions is a certified distributor working with FDA-licensed manufacturers and registered initial distributors. These manufacturers are subject to strict quality assurance and federal regulatory oversight.
Do your products come with manuals or documentation?
Yes. All equipment ships with the appropriate user manuals, spec sheets, and compliance documents. If you need digital copies or have misplaced yours, simply reach out — we’re happy to resend them.
What if I need multiple models or brands for comparison?
We can provide side-by-side options from different brands or product lines based on your required specs. Just send us a list of your needs, and we’ll prepare a custom quote with multiple choices so you can compare features, warranties, and pricing.
What happens if a manufacturer discontinues my product?
If a product is discontinued, we’ll notify you and offer a compatible or upgraded replacement when available. We also maintain strong manufacturer relationships, so in many cases we can help you source legacy equipment or parts for continued use.
Can you accommodate special packaging or labeling requests?
Yes, in many cases. If your facility requires private labeling, discreet packaging, cold chain handling, or documentation inside the shipment, let us know during your quote or checkout process. We’ll do our best to meet your request depending on product type and supplier policy.
Do you sell internationally?
At this time, Medical Grade Solutions primarily serves U.S.-based medical and research facilities. If you’re located internationally and would like to inquire about ordering, please contact us directly to discuss compliance, customs, and shipping feasibility.
Are refurbished products ever available?
Yes. While we don’t always list refurbished equipment publicly, we are able to source certified refurbished medical devices through our vendor network. These items meet strict quality standards and are always backed by the Medical Grade Guarantee so it’s essentially the same as buying brand new.